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TCR 2018-2019 DP > Einstein > Flashcards

Einstein Flashcards

1
Q

Tabs in Einstein

A

(ABOATS) Account, Billing and Payment, Overview, Activity, Troubleshooting, Services

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2
Q

What tabs are found under the Account tab?

A

(UAX) User and Preferences, Account History, Xfinity Coupon

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3
Q

What tabs are found under the Billing and Payment tab?

A

(SBPPL) Summary, Bills, Payments, Preferences, Ledger

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4
Q

What tabs are found under the Troubleshooting tab?

A

(IDO) ITGs, Devices and Diagnostics, Outages

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5
Q

What tabs are found under the Service tab?

A

(CA) Customer Agreements, Additional Services

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6
Q

What tabs are found under the Activity tab?

A

(TO) Tickets, Open work orders

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7
Q

Name the ways you can search itgs?

A

Internet, TV, Voice, Home, General

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8
Q

How do you end the conversation?

A

Summarize the Conversation, Confirm the best way to reach the customer in the future, Educate the Customer

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9
Q

What is the link do you select to see the Xfinity centers?

A

Service Centers

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10
Q

What 2 ways can you filter or search for a channel?

A

package type, keyword, channel type, channel genre, viewing options

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11
Q

What columns are displayed in the channel line up?

A

SD, HD, Channel, Lowest Package Subscribed, Stream Status

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12
Q

What will clicking on a channel/network name show you?

A

Channel/network name, packages it is included in, current program airing, description, air time

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13
Q

What 4 genres can you filter in the channel line up?

A

Premiums, Lifestyle, Entertainment, News, Help and Services, News and Info, Music, Movies, On Demand, Pay-Per-View, High-Definition, Local, Kids and Family, Multicultural, and Sports

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14
Q

How do you put a customer on the do not call/do not mail list?

A

Useful Links, Communication Opt Out Manager

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15
Q

Where do you edit contact phone numbers in Einstein?

A

Account, Users and Preferences, Account Settings

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16
Q

How can you view voice settings?

A

Account, User and Preferences, Voice Settings

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17
Q

What levels are refreshed in BAM and how often?

A

Inventory levels are refreshed every 20-30 minutes

18
Q

Where do you find notifications in Einstein?

A

Bell icon

19
Q

You can use your account number to:

A
  • Pay your bill.
  • Manage your account with our support team.
  • Create a primary Xfinity username to manage your services online.
20
Q

What is the main username for the account?

A

Primary

21
Q

What information does a customer need to create a primary Xfinity username online?

A

Your account number or the last four digits of your Social Security number plus your date of birth.

22
Q

Customer Proprietary Network Information (CPNI) is information related to an Xfinity Voice or Xfinity Mobile customer’s voice services. Name 3 reasons you would need to request it.

A
  • Any information contained in voice customer bills.
  • Call detail records.
  • Quantity (e.g., number of accounts or lines, etc.).
  • Technical configuration (call forwarding, number of rings, call blocking, use of calling app, etc.).
  • Type (local plan, international plan, mobile service, etc.).
  • Destination (called parties, etc.).
  • Location (geolocation information, room of house where phone is installed, etc.).
  • Amount of use (minutes used, number of parties called, etc.).
23
Q

What section does not appear in middle panel when you are in the Overview tab vs the top panel in Einstein?

A

Diagnostics appears instead of Troubleshooting

24
Q

What is the left panel called in Einstein?

A

Utility Navigation panel

25
Q

What appears in the left Utility Navigation panel once in a customer account?

A

Any required actions that need to be taken on a customer’s account .

26
Q

What sections appear when you click the customer’s name?

A

(CAAR)

  • customer information
  • account information
  • account indicators
  • related links
27
Q

What are reasons you send a Xfinity coupon for?

A

Apology or Thank You

28
Q

How do you find a customer’s purchased owned history?

A

Toolkits, TV, Billing, Customer Owned Purchase History

29
Q

How do you find a customer’s purchased owned history?

A

Toolkits, TV, Account, Xfinity On Demand

30
Q

How do you find a customer’s data usage?

A

Toolkits, Internet, Account, View Usage History

31
Q

What happens if you go over your data usage?

A

You will automatically be charged $10 each time we provide you with an additional block of 50 GB of data, with a limit of $200 per month.

32
Q

How do we notify our customer’s regarding their data usage?

A

You can elect to receive email, browser, and text notifications at 50%, 60%, 70%, 80%, 90%, 100%, 110%, and 125% of a terabyte (The notification on reaching 100% of your monthly data plan will always be sent.).

33
Q

How much is the Unlimited Data Option?

A

The Unlimited Data Option costs an additional fee of $50 per calendar month.

34
Q

The Terabyte Data Internet Usage Plan does not apply to which customers?

A
  • Xfinity Internet Gigabit Pro
  • Business Internet
  • Bulk Internet agreement
  • Prepaid Internet
35
Q

What is my data limit?

A

One Terabyte Internet Data Usage Plan provides you with 1 TB (1024 GB) of Internet data usage each month as part of your monthly Xfinity Internet service.

36
Q

What do we offer with our data usage?

A

Two courtesy months, so you will not be billed the first two times you exceed a terabyte.

37
Q

Do courtesy months reset once you use them?

A

If you use more than a terabyte 2 times or less in a 12-month period, your courtesy month balance will reset to 2 at the end of these 12 months. However, if you use more than a terabyte 3 times in a 12 month period, no more courtesy months will be given. The 12 month period begins the first time you exceed a terabyte.

38
Q

This ITG troubleshoots no picture issues with or without an error message.

A

No Picture ITG

39
Q

This ITG is used for customers disputing equipment charges or reporting damage, loss or theft of equipment.

A

Billing ITG

40
Q

This ITG troubleshoots issues related to transferring an XFINITY username from a previous account to a new one

A

Transfer of XFINITY Username From Previous Account ITG

41
Q 
This ITG is is to be used when the customer would like to activate certain equipment including:
 Appliance Controller
 Camera
 Curtain Motion Sensor
 Door/Window Sensor
 In Wall Lighting
 Lighting Controller
 Motion Sensor
 Thermostat
 Water Sensor
 XH (Control) Hub
A

XFINITY Home Activations ITG

42
Q

This ITG troubleshoots issues with customer-placed calls such as dead air, call going directly to voicemail or dialed number not being in service.

A

Cannot Make Calls ITG

TCR 2018-2019 DP (14 decks)

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